• WHY Serve?
• HOW to Serve?
• From INTERACTION to ENGAGEMENT
• Ability to make the DIFFERENCE - Internal and External Customer Centricity

Methodology:

• Video / Film
• Caselets
• Self evaluation Exercises & Interactions

Benefits: Enables a deep rooted understanding of the attributes of customer centric behavior and its impact on Employee retention, Customer Retention, Competitiveness & Profitability.

Duration: 2 Days

• Service Leadership Perspective
• Who is my Customer
• Concept of Customer Centricity & Experience
• My memorable experience as a Customer
• Case Study – Going to Extremes for Customer
• Discover – What are our Customers happy about ?
• Dream – What Service we would want to provide our Customer
• Creating a Customer Centric Business
• Design – What areas need to be focused on to have a maximum impact on Customer Experience
• Deliver – Action Planning on each focus area – Who, What, When, Where & How ?
• Finalisation of RACI for Action plan

Duration: 2 Days

• Why are we here
• What do I want to take
• The PURPOSE alignment Challenge
• Employee – Organisation-Customer
• My Favorite Service Provider
• Concept of Customer Experience
• Customer Centricity & its Attributes
• Why be Customer Centric
• Who is my customer
• Concept of External & Internal Customer
• External Customer
• What are Customers happy about
• How do we delight our Customers
• Service Quality Gap
• Internal Customer
• Challenges of Internal customer centricity
• Uncovering the barriers
• Creation of Individual action plan to overcome barriers

Duration: 2 Days

• Examining Customer Relations
  • Define Customer
  • Understanding the Customer needs, wants and expectations
  • Your Function in the Customer Service Relationship
• Delivering Signature Experience
  • The basis of service strategy
  • What Do people Really Buy?
  • What Hinders good Service- Case
  • Concept of customer experience
• Serving to Succeed
  • Projecting Professional Image
  • Listening skills
  • Assertiveness & Customer care
  • Probing Techniques
  • Building Profitable Relationships
  • Work with Colleagues to Delight Customers
• Resolve Conflicts

Duration: 2 Days

• Understanding the Role
• Leadership – Communication, Interpersonal Skills
• Team Building & Performance Coaching
• Role of listening, feedback & assertiveness in Coaching
• Understanding Customer Centricity – Internal & External
• Concept of Customer Experience & its significance in Retail
• Understanding Customer Loyalty
• Self exploration of the attributes of Customer behavior
• Link consumer satisfaction & loyalty to success to be a World Class Retailer
• Managing Conflicts
• Basics of Marketing
• Data Analysis & Market Research

Duration: 2 Days

• Characteristics of the knowledge economy
  • The knowledge worker
  • The informed customer
  • Service centric vis-à-vis product centric
  • Role of customer centricity in the knowledge economy
  • Explaining the customer centric attributes and its impact on internal & external customers
• Getting the competitive Edge through People Engagement &Development (Basic Respect / Personalized Responsiveness/ People Orientation)
  • What your people expect
  • Coaching Process
  • To Strengthen Interpersonal Relationship through Emotional Deposits

Duration: 2 Days